Episodes
· 44m
Stepping Up Service: Making it Easy to Say ”Yes” to the Customer
We’ve all had those experiences where we hear that dreaded word “NO” from a customer service representative, whether we are asking for assistance in a matter or looking for a…
· 58m
Stepping Up Service: Creating your ”Voice of the Customer” Strategy
Ed and Alan have always discussed the importance of listening to the “Voice of the Customer” whether through surveys, focus groups, etc. However, effectively using that customer…
· 46m
Stepping Up Service: Motivating the Unmotivated Employee
You may think of yourself as a strong advocate for customer service in your organization … but what about that employee that is obviously not engaged in their work or in providing…
· 44m
Stepping Up Service: Research Based Retention
Keep your your clients and customers happy is critical… so the idea of managing “retention” becomes very important for every business or organization. There are many ways to use…
· 41m
Stepping Up Service: Creating An ”Always Culture”
Many organizations are adopting the concept of creating an "Always Culture", especially in the healthcare industry where standardized satisfaction surveys ask patients to tell us…
· 48m
Stepping Up Service: Jumpstart The Customer Service Experience
So let's say you're wanting to enhance your organization's Customer Service Experience, and you want to do it quickly. Sometimes the best way to get something started quickly is…
· 47m
Stepping Up Service: 2014 Customer Service Trends
After a full year of “Stepping Up Service” episodes wrapped up for 2013, it’s time to start looking into the future… what are the trends we see for the Customer Service world in…
· 43m
Stepping Up Service: Customer Service Stories... to Help Your Business
For your listening pleasure this holiday season, Ed and Alan become storytellers for this episode of “Stepping Up Service”. Ed Gagnon of Customer Service Solutions shares five…
· 51m
Stepping Up Service: Is Customer Experience a Reason to Stay or Go?
Ed brought up a blog post recently where an avid NFL fan explained that they were not renewing their season tickets because of the "fan experience". This leads Ed and Alan to…
· 46m
Stepping Up Service: Setting Customer Service Standards
Everyone has their own definition of good customer service... so leaving it to employees of an organization to provide their own defined level of customer service could result in…
· 51m
Stepping Up Service: Lessons Learned From A Young Hitchhiker
Alan and Ed take a bit of a break from their normal discussion format as they decide to sit back and listen to Ed tell us the "Lessons Learned from a Young Hitchhiker." Ed came…
· 56m
Stepping Up Service: Measuring Customer Satisfaction
So you've been trying to improve the level of customer service in your organization, and you feel that things are starting to improve. But how do you find out if your changes are…